FIXED: Cellular E911 Location

The two biggest issues with cellular emergency services:
Text to 911 and Cellular Location Accuracy

But the question is, how can this be so in today’s ultra-modern broadband connected world?

The answer, it turns out, is simple. The Emergency services network no matter where you are located is, for the most part, an analog-based legacy infrastructure with only the ability to convey VOICE calls and no data services. Because of this simple fact, we have pigeonholed ourselves into a quagmire of isolation from the modern communications capabilities that have become commonplace and inherent in the devices nearly all of us seem to be carrying.

How do we extract ourselves from this destitute pit of captivity? The answer is quite simple. We need a rope, and it just so happens that Google has decided to provide that lifeline, with of course a brand-new acronym; AML for Advanced Mobile Location.

Currently, on the network side AML is  only deployed in Estonia and in the United Kingdon however, the functionality (which has been code-named ‘Thunderbird’) is actually embedded in every current  Android device with operating systems from Gingerbread forward. To discuss the history of Thunderbird, and how it came to be, I sat down for a Podcast with European Emergency Number Association Executive Director, and colleague of many years, Gary Machado.

Listen to the Podcast here:


Fletch:
The big story in the news is location and emergencies in cellular phones, and you guys have really come up with something that’s pretty interesting over in Europe. Tell us about AML?


Gary:
Thank you, Fletch. Yes, we came up with AML, which stands for Advanced Mobile Location, a few years ago. Actually, the idea is not ours. The Advanced Mobile Location was created in the UK in 2014 by a guy named John Medland, who works for BT 999/112 emergency services.

He basically lost faith in the EU’s ability to regulate of the sector and to contribute to the improvement of caller location in Europe, so he decided to start talking with the handset manufacturers and the mobile operators here in Europe, what in the US you call I think carriers, and he came up with a simple idea: how can we find an easy way to retrieve the location data that is in the phone that we all use everyday to order pizza, to order Uber, et cetera, and how can we take this data and deliver it to the PSAPs as easily as possible?

That’s how the project started. John led the whole project in the UK. It started slowly in 2014 with AGC, the handset manufacturer, and one mobile operator named EE, and since then, AML has been very successful. We have about 85% of locations that are below 50 meters, within 50 meters, and AML has been extended to other handset manufacturers, namely Alcatel, Sony Mobile, Samsung devices, and extended also to other mobile operators in the UK.


Fletch:
I think the big thing was when Google jumped onboard. Google saw what John had proposed doing, and basically in a nutshell, the way I explain it to people is, when the carrier, when the mobile operator looks from the network towards the handset, it’s one view, but when the handset looks out towards the world, they can see much more. It’s like looking through a peephole on a hotel room door the wrong way, right?

From the carrier side, you get a very myopic view of where that device is, but the device can take advantage of cellular, it can take advantage of GPS, it can take advantage of WiFi signals that [can be seen], not necessarily connected to, but just seen, and then all of that information together [delivers] a much more accurate resolution. One number that I saw published was 4,000 times more accurate?


Gary:
Yes. Fletch, I want to say I love the way you describe it, which is exactly correct. What happens, we actually happened to meet Google at the right time, were starting to look into the project, they were wondering on how to get this information delivered to the PSAPs, and so we actually bridged between BT in the UK, Google and ourselves and we started to have about a conference call per week, basically, and we started to progress, let’s say, the Google way, which is very fast. Yes, as you said, Google wanted to benefit from the use of their Google fused location provider and have this accurate location information we use everyday installed on all Android devices in the world. That was what they were trying to achieve. Since they saw the success of the project in the UK, which was running on Android devices already, on Android-based smartphone manufacturers, they decided to work with us and

Since they saw the success of the project in the UK, which was running on Android devices already, on Android-based smartphone manufacturers, they decided to work with us and BT to, let’s say, upgrade all the devices in the world with this accurate location. Now, where are we right now? All Android devices in the world back to Gingerbread have been upgraded with Advanced Mobile Location, so it’s in every Android phone in the world, besides a few phones that haven’t been updated because they haven’t been charged or connected to the WiFi and didn’t get the update, of course, but otherwise it’s already

Now, where are we right now? All Android devices in the world back to Gingerbread have been upgraded with Advanced Mobile Location, so it’s in every Android phone in the world, besides a few phones that haven’t been updated because they haven’t been charged or connected to the WiFi and didn’t get the update, of course, but otherwise it’s already in your phone. If you have an Android phone, AML is there. You just have to check your phone, look for the Google Play Services, and if you have a version of Google Play Services which is something like 9.0+, then you have AML in your phone. AML

You just have to check your phone, look for the Google Play Services, and if you have a version of Google Play Services which is something like 9.0+, then you have AML in your phone. AML is deployed in two countries in Europe. It is fully deployed in the UK and Estonia.

That means that everyday, UK and Estonian emergency services receive extremely accurate location information, again, 85% at below 50 meters using GPS or WiFi location, and yes, when we look at the figure, it’s about 3,000 to 4,000 times more accurate than what we get in Europe currently, which is only the primarily cell ID.


Fletch:
Before everyone runs out and turns on AML and expects this incredible accuracy to be there, there is the other side of this, and that’s the 911 center, the emergency center, the PSAP has to be able to, or the network I should say, has to be able to receive this data. One of the pieces of AML is a destination for this information to be sent, so that’s got to be in place, too. Now that’s the carrier responsibility.


Gary:
Yes. I would say the beauty of this project is its simplicity. When you dial an emergency number, 112, 911, it will trigger AML in your phone if you’re in a country where the service has been activated; in other words, where PSAPs are able to receive the information. Once you dial this number, it triggers the AML for 20 seconds, collects the location information and sends it over to the PSAPs over a mobile network.

Now there are two ways of doing that. The first way is using SMS. There are two kinds of SMSs that are used. I will not get into the specificity of those, but these two SMSs are working. One of these two can be implemented in any country. Either the message can be sent to an SMS endpoint, which is what both BT, our organization, EENA, and Google recommends, because it works in most cases, SMS, and it’s actually extremely reliable. So it can be sent to an SMS endpoint or it can be sent over HTTPS to the emergency services. Emergency services are free to choose.

In Europe, we work at the country level. [Governments] are free to choose whether they want SMS or if they want HTTPS. For now, in Europe, we have SMS installations, but other countries are deploying an HTTPS endpoint to be able to receive the AML data.


Fletch:
I’m going to assume that when you bring your handset online and you get your configuration from the carrier that this AML destination would be part of that provisioning.


Gary:
Yes. Actually, it’s managed by Google. Google defines the emergency numbers that should activate the service in a country. If a country has several emergency numbers, those numbers will trigger the AML service, which will turn on for 20 seconds and collect the location data, and then send it over to this endpoint selected by a country or a region or a county. Basically, what’s to be done by the PSAPs, the authorities and/or the mobile operator or carrier in the US, it’s very simple. Google needs to know the endpoint to be able to deliver that message. They need to be provided by an endpoint. The carrier needs to, for instance, in case of an SMS, allow it to be free of charge, and that’s what we have in most countries in Europe already with SMS for the deaf and hard of hearing, and/or they need to provide for an HTTPS endpoint to be set up, which often in the US I believe has been at the carriers rather than in the PSAPs. In Europe, we have a different setup for these things.


Fletch:
The very first thing people are going to complain about it is, “Hey, wait a second, Gary, if this thing gets turned on, Google’s going to start tracking my location. It’s bad enough that they know every website I go to and they’re putting cookies all over my phone, now they’re going to be tracking my specific locations and what I’m doing. I’ve already got the NSA in the US doing that. I don’t need Google on top of that doing the same thing.” Is there going to be pushback?


Gary:
As you can guess, we get it over here in Europe even more than in North America. People are very, very concerned about it here. I can say I have myself a certain interest for these issues. I actually help some of the privacy activist organizations here in Brussels on my private time, let’s say, and I never switch on my location on my own, for instance, but in case of emergency service, I want to have my location turned on. The beauty of this project and working with Google for more than a year, they have been extremely cautious with that. The location just turns on for the time of triggering the AML and turns off after 20 seconds. Google does not store that location. Google doesn’t want to see that location. That location is retrieved and is sent over to the PSAPs in an SMS or HTTPS, and that’s it. Google doesn’t want to see that location. I think, honestly, no one is [inaudible 00:11:05]. Google has plenty of locations everyday. I don’t think they are looking for more of that project. That’s not what they are looking for.

The location just turns on for the time of triggering the AML and turns off after 20 seconds. Google does not store that location. Google doesn’t want to see that location. That location is retrieved and is sent over to the PSAPs in an SMS or HTTPS, and that’s it. Google doesn’t want to see that location. I think, honestly, no one is [inaudible 00:11:05]. Google has plenty of locations everyday. I don’t think they are looking for more of that project. That’s not what they are looking for.


Fletch:
So they never even get the data to be able to store it. It goes directly into the public safety networks.


Gary:
Exactly.


Fletch:
Let’s face it, if you’re having an emergency, your location is something that you probably want to share. 


Gary:
Yes, exactly. That’s the case, and I’m sure it’s the same in the US, but in Europe, we have the proper legislation for that, that in case of emergency call, caller location is authorized. Yes, that’s one of the very few times where you actually need and you want your location to be used.


Fletch:
I’ve got to tell you, when I first saw this back in 2014 over in Europe, I was a little hesitant. I was a little hesitant because it was operating system-specific. At that time it was carrier-specific and even handset-specific, and [I thought], interesting idea, but it’s going to be the adoption that really makes this happen, and although it’s taken a couple of years, it is actually a great idea. It’s very simple in its form, it’s very basic. It doesn’t require a big uplift in the network. It doesn’t require huge upgrades in the PSAPs. It’s just a simple activation of information that’s already there, and it’s information that most devices already have anyway. Again, like you said before, if I want to order a pizza or if I want to order an Uber, they know exactly where I am with incredible accuracy, so it’s just activating that function that’s already there and creating the mechanism to transport that over to the PSAP, the people that actually need to use that. Really kind of a brilliant idea and John, John’s a great guy and I’ve known John for many years over at BT. It really took a lot of stamina just to keep pounding his foot down and saying, “This will work,” and getting Google in there is a big deal. Obviously the big question, what about iOS and Apple and Microsoft? What’s happening with those guys? Have they mentioned anything about this?

It’s very simple in its form, it’s very basic. It doesn’t require a big uplift in the network. It doesn’t require huge upgrades in the PSAPs. It’s just a simple activation of information that’s already there, and it’s information that most devices already have anyway. Again, like you said before, if I want to order a pizza or if I want to order an Uber, they know exactly where I am with incredible accuracy, so it’s just activating that function that’s already there and creating the mechanism to transport that over to the PSAP, the people that actually need to use that. Really kind of a brilliant idea and John, John’s a great guy and I’ve known John for many years over at BT. It really took a lot of stamina just to keep pounding his foot down and saying, “This will work,” and getting Google in there is a big deal. Obviously the big question, what about iOS and Apple and Microsoft? What’s happening with those guys? Have they mentioned anything about this?

Really kind of a brilliant idea and John is a great guy.  I’ve known him for many years over at BT. It really took a lot of pounding his foot down and saying, “This will work,” and getting Google in there is a big deal. Obviously the big question, what about iOS and Apple and Microsoft? What’s happening with those guys? Have they mentioned anything about this?


Gary:
First, I want to join you here in saying I really admire what John has done. He’s taken this idea, he’s been fighting for it. He’s been going step by step. He’s very cautious. He wanted to validate every step of the project. We owe John a lot, as all in the public safety community, I believe. I also want to thank the guys at Google, of course, and also congrats to the Estonians. The Estonians implemented AML in less than six months with Google and they are one of the countries that are fully enabled right now. About Apple and Microsoft, we are in contact with Microsoft, trying to get some information, some progress on this. At this stage, we do not see a lot, but we are hopeful that it will progress. We are also trying to get in touch with Apple. We’ve informed Apple via many emails, conference calls and so on. We haven’t seen a lot back from Apple, though we actually discovered just by Googling one day that Apple has published a patent on the location topic, which seems to be rather an idea pretty similar to what we’ve just talked about during this podcast. Very interesting. Very interesting. We’re hopeful that Apple will join the project. We also started to see the first articles, one article in Estonia last week, clearly explain that they believe that Apple will start joining the

We haven’t seen a lot back from Apple, though we actually discovered just by Googling one day that Apple has published a patent on the location topic, which seems to be rather an idea pretty similar to what we’ve just talked about during this podcast. Very interesting. Very interesting. We’re hopeful that Apple will join the project. We also started to see the first articles, one article in Estonia last week, clearly explain that they believe that Apple will start joining the project, because people will think of Google’s Android phone as the safe phones. That was an opinion written in an Estonian article, which is in English.


Fletch:
I have to agree with that. If somebody’s going to make a telephone purchase and this one has got safety features that this one does not, that’s going to become a decision. If I’m going to buy a phone for my daughter who’s going off to college now, I’m going to make sure she’s got a phone that’s going to provide her with as much safety as possible. That’s going to bring the financial model into play and it’s not going to be long before somebody over in Cupertino says, “Hey, wait a second, sales are going down. We need to turn this on,” and Microsoft’s going to do the same.


Gary:
Let’s hope so. Apple Keynote is coming out soon, so, let’s wait.


Fletch:
Listen, Gary, it’s always a pleasure to talk to you. It’s been a while since we’ve chatted. I really appreciate you taking the time to talk about this. Tremendous progress on this. Congratulations to everybody over at EENA who drove this, and of course to John Medland over at BT, who had the brainchild and the fortitude to get this program moving.


Gary:
Thanks, Fletch. Bye-bye.

Why cellular 911 has location problems

For those of you who read my regular Blog here, I am happy (and proud) to announce that Network World has graciously given me a regular Blog on the Network World site.

I will not be duplicating content from this blog. The Network World content will be all original. Also I will not be posting the NWW content here, but will provide a brief synopsis of the NWW content a day or so after it is published, this week I bring you:

Why cellular 911 has location problems

Most calls to emergency 911 come from wireless callers, yet the system for locating those callers can’t handle them.
Enjoy!

 

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

 

Predictive Assistance via Caller Context

A concern that can exist in nearly any city, county, state, or even country, is that once an easy to remember emergency number, such as 911 in the US, 112 across the European Union, and the 999 available in the UK, has been deployed, massive misuse of the system by non-emergency calls starts to put strain on the network; equipment and even staff must now cope with the increase of non-emergency citizen outreach beyond the purpose of the service. Because there isn’t a catchall category of call types, there often isn’t a single, all-encompassing solution to the problem. Technology can help and when properly deployed, is capable of providing support for dealing with many of the strains that are put on Emergency Networks and Systems.

The Architecture Problem:

 

BLOG-PO-Pic1
Fig. 1 Silos of Call Types for Public Safety and Citizen Services

 

In the past, when we built and designed Public Safety networks, the solutions were siloed, purpose built creating disparate, disconnected islands of connectivity. An agency decided what their inbound traffic would be for that particular service, and then engineer the incoming trunks for a P.01 grade of service, meaning that 1 out of every 100 calls could be blocked during the busy hour. This is a standard level that is accepted by the Public Safety industry for Public Safety Answer Points.

But this creates a problem when a service (9-1-1 for example) receives more calls than expected. Typically, they would track analytics and call volume reports that displayed trend information. These reports guided them on the increase of the number of positions and trunks to handle the new projected call loads. You would think that expansion should not be a problem for agencies, as they are tasked with providing service to a geographic area, and when the population increases, call volumes increase and budgets should naturally increase.

Unfortunately, however, quite often population increases along with call volume, but agencies are always being asked (read demanded) to do more with less.

BLOG-PO-Pic2
Fig. 2 Interagency trunking disrupts traffic engineering formulas

While other organizations may be able to aide with the call volume, the problem of citizens dialing 9-1-1 for everything and anything still exists. Because the network was built as independent islands of service, virtual inter-agency barriers naturally evolved. In specific cases, inter-departmental trunking can be created that allows adjacent agencies to transfer calls over those facilities directly. Now the caller is communicating with the right resource that can assist them, and we have freed up the original 9-1-1 resource to allow them to take another call, but we create another problem on the back end.

 

BLOG-PO-Pic3
Fig. 3 – Emergency Services IP Network (ESInet)

Although the issue of routing is solved, the problem still exists where the limited trunking that connects the 9-1-1 center to the PSTN remains an issue and another blockage point. This blockage is easily corrected. By removing these trunks from the equation, and replacing or augmenting them with an IP pipe that is dynamically expanded and contracted as needed, based on the application of rules logic that takes into consideration the number of available 9-1-1 call takers that are currently available and ready to take calls.

 

While I realize that every Public Safety person who is reading this just got a chill up their spine, and muttered, “Your CRAZY Fletch”, this is what needs to happen to solve the problem, and is not new bleeding edge technology. in fact, local carriers have been offering SIP-based trunking to the commercial market for years. The technology has been refined and the largest contact centers in the world use this architecture to bring calls into their network, where they decide the best resource to apply to the inbound call.

BLOG-PO-Pic4With the right tools on the right network, solving these type of problems becomes simpler and a routine process in the contact center, and there is no reason why this technology and thought process cannot be applied to Public Safety Answer Points to assist in improving efficiency and reliability during large-scale national disasters. At the same time, this can also radically improve service to callers. For example, meet Ava. Ava requires 911 services on a regular basis. She is considered to be, what Public Safety has nicknamed, a ‘Frequent Flyer.’
This term is not meant to be derogatory, in fact, Ava has a medical condition that requires Emergency Transportation much more often that the average citizen, but her condition is not life-threatening.

When Ava calls 9-1-1 for medical transport, most of the time, resources are available and dispatched immediately. But on occasion, Ava’s request arrives in the middle of complete chaos. Because the 9-1-1 network is unable to differentiate Ava’s call from any other call being processed by the system, all calls are treated with the same priority level, despite the vast prior history and information that may be available. By collecting and examining this information in a context store, and associating it with a particular call event can dynamically apply specialized call handling. Simply by knowing that Ava is a frequent flyer caller, and her condition is not life-threatening, her call is answered by a Speech Recognition enabled IVR that collects the relevant information giving Ava the opportunity to escalate the call to a call taker.

N11 – More than just Emergencies

9-1-1 has been called the most widely recognized ‘brand element’ in the world. Nearly everyone is aware of the number, and despite the attempt to increase awareness of other avenues of access, 9-1-1 remains to be the winner. Unbeknownst to many in the US, several other N-1-1 services are available to citizens. In most of the cases, these are geographically routed the same way 9-1-1 emergency calls are routed to centers that are close to the caller. Following the N-1-1 format, these easy to remember numbers are as follows:

2-1-1  Reserved for the World Health Organization and Red Cross
3-1-1  Reserved for local government non-emergency services
4-1-1  Not officially reserved, but often used for local Telco information
5-1-1  Reserved for Highway and Traffic information systems
6-1-1  Not officially reserved, but often used for local Telco repair
7-1-1  TDD Relay services for Deaf, Hard of Hearing or Disability
8-1-1  Reserved for the Call before You Dig utility mark-out hotline

While these services can often provide valuable information to citizens, they are often under-publicized, and under-utilized. By consolidating connectivity in the cloud, we gain flexibility in dynamically adjusting the trunking required, and calls destined for other agency remediation. This can effectively eliminate the public education and awareness problem. While the dialed number can be an indicator of the nature of the request, calls can still be handled efficiently, and resources are no longer limited and blocked.

Proactive Citizen Outreach

When a known issue exists, reaching out to the public in an affected area can be an efficient and dynamic countermeasure that can significantly reduce the number of inquiries for more information while reassuring concerned citizens that an issue is being addressed. In addition to providing information, a query can be made to ensure no other problems exist. If the citizen does have an additional concern, the system is already ‘context aware’ of the identity of the citizen, and they can be queued up against the appropriate resource. Upon connection to the person or agency that can provide the additional information they need, information about the previous interaction can be displayed to the call taker, facilitating quicker response and better service levels.

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

 

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

Mr. Hunt Goes To Washington

It was a comfortable Spring afternoon when Hank landed at the Reagan National Airport. He was not there to see the sights, or take one of the many tours of our national treasures. Hank was there for a much more important reason, to honor the legacy of his daughter, Kari Rene Hunt, and the meaning that her life has recently become. Just 865 days earlier, after the tragic murder of his daughter in a Texas hotel room where his granddaughter was unable to directly dial 911 because the MLTS phone system required a 9 before any outside call, Hank was getting ready to tell his story to the Congressional Energy and Commerce Subcommittee on Communications and Technology. Just last year in December 2015, Hank’s Congressman, Representative Louis Gohmert (R-TX-1) sponsored H.R.-4167 (Kari’s Law Act of 2015) in the House of Representatives, and it was referred to theSubcommittee on Communications and Technology.

Many that claim that emergency calling from an MLTS is not a huge problem. When Avaya first brought this issue to the FCC in an open letter to the FCC Chairman, the Honorable Tom Wheeler on December 27, 2013, with a cc: to Commissioner Mignon Clyburn, Commissioner Jessica Rosenworcel, Commissioner Ajit Pai, and Commissioner Michael O’Reilly.

It was this letter, and the companion tweet on Social Media that caught the eye of FCC Commissioner Ajit Pai, resulting in an initial meeting with the Commissioner and his staff in January  2014. As most people are when they first hear the story, the Commissioner was astonished at the claim that many businesses, schools, and most hotels could not access 911 directly from the telephones deployed. To validate our claims, the Commissioner launched an inquiry to the top 10 hotel chains in the United States asking them these 5 specific questions about their emergency calling environment:

  • How many hotel and motel properties in the United States does your company own?
  • In how many of those properties would a guest dialing 911 from the phone in his or her room reach a Public Safety Answering Point or 911 Call Center? In such cases, does the phone system also alert a hotel employee that an emergency call has been placed?
  • It how many of those properties would the guest dialing 911 from the phone in his or her room reach a hotel employee? In those cases, have hotel employees answering such calls received appropriate training in how to respond to emergency calls?
  • In how many of those properties would a guest dialing 911 from the phone in his or her room not complete a call to anyone?
  • If your company has any properties where a guest dialing 911 from the phone in his or her room does not reach emergency personnel, what is your company’s plan for remedying the situation? If you do not have a plan, why not?

At the NENA 911 goes to Washington conference in Washington DC in March 2014, Commissioner Pai reported the results of those inquiries, which were as follows:

  • Consumers may be unable to dial 911 directly at tens of thousands of buildings across the United States.
  • American Hotel and Lodging Association (AH&LA) survey data indicates that guests reach emergency services if they dial 911 without an access code in ONLY:
    • 44.5% of franchised properties
    • 32% of independent hotels
  • The vast majority of the 53,000 lodging properties in the United States are managed by independent owners or franchisees

While much progress has been made, as the fix for this problem is inherent in most modern MLTS/PBX systems today, the problem is still widespread. In fact, at the Choice Hotels franchise Comfort Inn, in Alexandria, where Hank and I stayed in was not able to dial 911 directly from the rooms. Recognizing the manufacturer of the telephone console that the front desk, I knew that the system was capable of doing it, yet it was not programmed properly, a poignant reminder that, without legislation and an enforcement mechanism, voluntary compliance is likely not enough to provide a solution to the issue at hand.

Fire-Pull-Box-smallTo add insult to injury just outside of Hanks room a fire alarm station pull was mounted on the wall. The instructions advising, “IN CASE OF FIRE”, you should “Pull the fire alarm and Call Fire Department (DIALL 911)”, but I guess they forgot to add “just not from the telephone in your room”.

Editor’s Note:
By the way, up here in New Jersey, “Dial” is spelled with one “L” in it . . .  just sayin’

While the subcommittee had seven public safety-related bills on the agenda for the day, they led off the witness testimony session with testimony from Hank.

 

Speaking in front of a large group is always a challenge. When that group contains only one or two people that you even know, it becomes even more challenging. It gets even worse when television cameras are trained on you; photographers are snapping away pictures, and the entire room is hanging on every word that you say. Despite this, Hank did an excellent job telling his story and making his point why the three basic tenants of Kari’s Law make sense.

  • Direct access to 911 from any device with or without an access code
  • On-site notification that the event has occurred and from where
  • No local interception of the call, unless by trained individuals

These capabilities, coupled with the NENA model legislation that recommends reporting to the PSAP by building, floor and emergency response zone, a safe environment for any building can be established.

This model is functional, efficient, and most importantly, affordable. It does not require a unique telephone number on each telephone device with an Automatic Location Information database record associated along with it, incurring monthly costs. This solution provides public safety with the information needed; when they need it. For larger more complex enterprise deployments, these solutions are completely in line with the NENA i3 Next Generation 911 Framework. This framework allows networks to contribute real-time information such as floor plans, heat sensor information as well as information about the facility, such as the location of nearby fire equipment or AEDs.

Getting to the right facility is important, as noted in my recent blog discussing the role of ANI/ALI and additional data in Next Generation 911 network environments. But the additional data and situational awareness will provide detail to the incident that can save time and lives in faster and appropriate response.

In addition to the House bill introduced by Representative Gohmert, a companion bill S. 2553  was introduced in the Senate by US Senator Amy Klobuchar (D.-Minn), and US Senator Deb Fisher (R.-Neb.) along with Senators John Cornyn (R.-Texas), Ted Cruz (R.-Texas), and Brian Schatz (D-Hawaii). Senator Klobuchar is no stranger to 911. A former prosecutor and the co-chair of the Next Generation 9-1-1 Caucus. The NG911 Institute supports the Caucus, who last year awarded Hank with the “Carla Anderson – Heart of 9-1-1” Advocacy Award: Presented in memory of the Institute’s past Executive Director, Carla Anderson, who recently passed away. This award recognizes an individual or organization whose contribution to public safety mirrors the passion and commitment demonstrated by Carla for 9-1-1. Avaya graciously provided sponsorship for this award, and I had the extreme honor to present this to Hank at the 2015 Event in the Rayburn House Office Building.

 

Pai-Fletch-Hank-April-16

Hank Hunt  Commissioner Ajit Pai, Fletch

Gohmert-Fletch-Hank-April-16

FletchHank Hunt, Representative Louie Gohmert

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FletchSenator Deb Fischer, Hank Hunt

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FletchHank HuntSenator John Cornyn

Klobuchar-Fletch-Senate-April-16

 Fletch, Senator Amy KlobucharHank Hunt

In an effort to raise awareness about MLTS/PBX 911 programming and compliance, and to support initiatives behind Kari’s law, Hank Hunt has created a 501 (c)3 Non-profit organization: The No Nine Needed Foundation, http://NoNineNeeded.com where you can follow the progress on the initiatives and make a donation to help support the cause.

Print

The Change.Org Petition remains active at http://Change.Org/KarisLaw should you wish to add your name to the list of 550,000 supporters from around the world.

Follow me on Twitter @Fletch911
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Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

Breaker 911: 50-Year Old Technology Saves Lives

You can never know where technology will rear its head. Most of the time it is based on the future, but many times it can be based on our past. This week, I proudly turn my blog over to Professor Ima Pharceur, PhD. Professor Pharceur is the noted Chief Research Scientist at the world-class Social Media Communications and Information Sharing Institute of Technology (SMCISIT for short) in Brussels, Belgium.


 

Next Generation Citizen Band Emergency Services

There is no doubt that Social Media is deeply embedded in our daily lives today, however, it’s roots can be traced back to a Social Media craze that was popular 4 decades ago in the mid-70’s. Millions of people all over the country, and the world installed small, low powered two-way radio transmitters in their cars to talk to each other, converse with over the road truckers, and report emergencies to teams of dedicated people and police agencies monitoring CB Channel ‘9’, the official Emergency Hailing Frequency for the Citizen Band Radio Communications and Information Radio Relay System, or CBRCIRRS for short.

The Federal Communications Commission established Citizen Band Radios as a core system of low powered short-distance radio communications between endpoints on the same channel within the possible 40 channels that all exist in the 27 MHz (11 m) band.

This frequency range is distinct and separate from the existing Family Radio System (FRS), General Mobile Radio System (GMRS), Multi Use Radio System (MURS), and Amateur Radio Service commonly known as “ham” radio systems.

Unlike it’s more powerful cousins the Ham Radio, operation often does not require a license, and it may be used for both business or personal communications, and refrigeration is not required as with most Ham products. Since the frequencies, better known as channels, are open in nature, any user can share the channel in a simplex type of operation. This means that while one station transmits; other stations listen and wait for the channel to be available.

Initially, 23 channels were assigned by the FCC, however due to popularity in the late 70’s and 80’s, a massive increase in use was seen, and the FCC allocated and additional 17 frequencies, bringing the total to 40. To remain backward compatible with radios already in place, Channel ‘9’ remained as the designated emergency channel.

Today, with Next Generation Emergency Services on the cusp of deployment across the US, and with 3.5 Million professional truckers on the road in the US, that is potentially 14 Million individual eyes or ears that are keeping watch over every quarter square mile if distributed evenly.

CB-911-CircuitWith most radios in use today being digital in nature, the addition of a new additional channel, specifically designed for NG911 usage is a simple low-cost addition to nearly any radio transmitter. In an effort not to ‘step on’ existing communities and their usage of the existing public airways, this new technology, patented by the SMC Institute, uses a new Bi-Polar Wave Guide Induction Ionosphere Relay Circuit or B-PWIIRC for short, to create a new dynamic frequency waveguide that is capable of transmitting information at speeds equaling 100 Gbs, which is perfect for voice, video, text, email, IM, Internet Relay Chat, TTY-TDD, and Morse Code, making it 100% backwards compatible with technology.

200px-CrazyeddieThis very well may be the thing that brings corporations like RadioShack and Syosset, NY-based Lafayette Electronics back into business, and there are rumors that the estate of ‘Crazy’ Eddie Antar is interested in setting up mobile sales venues in Truck Stops and Shopping Malls across the northeast.

Next Generation Emergency Services expert Mark J. Fletcher, ENP from Avaya was quoted as saying, “I’ve run the numbers myself, and what they are claiming seems to work out, mathematically speaking. Obviously, rigorous interoperability testing will be required.” Fletcher added that he see’s several uses for the product, like summoning local drones and passing truckers to emergent events, because they “usually carry band-aids, and many times are armed.”

The system is only compatible with 911 solutions today, but being digitally based, there are already models on the drawing board for 112 and 999 solutions in the UK and Europe. With the 3D printing capabilities that exist now, anything that is on the drawing board is a real possibility.


 

Thanks to Doctor Pharceur for his tireless work on this topic, and I hope that he keeps the hammer down, and things are clean and green as he brings this technology to fruition. Happy April 1st everyone!

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

NG911: The Industry’s Most Misunderstood Buzzword

What exactly is next-generation 911? When people talk about it, they use the phrase like a noun, yet it’s not a person and it’s not a place. You may consider it a “thing,” although I can tell you that it most certainly is not, at least in the physical sense.

NG911 is not something you can buy and plug into your existing public safety network, miraculously transforming a legacy environment into a “next generation” environment. And yet, it’s often described that way.

Personally, I believe NG911 is best described as a true “solution.” It’s comprised of several components, each with a specific Functional Element that provides what the National Emergency Number Association (NENA) describes as a functional framework that provides definitive services that work in harmony. By themselves, any one of these components itself is not “next-generation 911.”

The current state

Across the country, dispatchers work around the clock in more than 6,100 emergency contact centers, also known as public-safety answering points, or PSAPs. The underlying technology that powers public-safety answering points was created in the era of landline voice, and is truly optimized for people who call 911 from a traditional telephone.

Today, the great majority of 911 calls are mobile, but most public-safety answering points aren’t designed to effectively handle mobile—if you’ve ever called 911 from your smartphone, invariably the first question you’ll be asked is, “What’s the location of your emergency?”

Some 10 percent of 911 centers (so far) have adopted text-to-911: technology that promises the ability for people to send photos, video and text their emergency responder, optionally share their GPS coordinates and get relevant information delivered back to them via text.

The reality is far more modest: Most text-to-911 rollouts are bolted onto legacy infrastructures, hobbling their future capabilities. Most just allow back-and-forth text—no location, no direct multimedia.

Poorly-defined terminology

Nearly every week, new headlines tout that a public-safety answering point somewhere has “upgraded to NG911 technology” by adding text-to-911 technology. Adding new technology to an old infrastructure doesn’t magically make it a next-generation solution.

A good litmus test that can be applied to establish an agency’s level of NG911 readiness is to analyze how the agency defines NG911. If it’s using NG911 as a noun, there’s likely to be a disjointed understanding of the base premise behind the technology and architecture.

“We’ve implemented an NG911 PSAP solution,” the agency’s IT manager might tell a journalist, and there the cycle of misunderstanding begins.

The industry is doing a great disservice to the public by allowing these misconceptions to endure, as they lead citizens to believe they have something they do not.

The future state of 911

A true NG911 solution means dispatchers can receive voice, video, text, email and other forms of multimedia on a SIP-enabled infrastructure. NG911 is designed to accept PIDF-LO data in the call setup header that can contain other relevant contextual information. To truly describe an upgraded environment as next-generation 911, an Emergency Services IP Network containing required i3 Functional Elements (as defined by NENA) must be built and deployed, replacing the legacy E911 network.

Agencies may argue their system is “NG911-ready,” “NG911-capable” or some other derivative, but in reality, those phrases are semantics being used as a technical loophole. Most people simply don’t understand the subtle nuances of those terms: People hear “next-generation 911” and equate that to being better, more capable and something they should spend money on.

When a network outage invariably occurs, the public is left to wonder, “What happened to that shiny new next-generation thing that was featured on the news and cost all that money?”

As text-to-911 is increasingly deployed across the country, the term “next-generation 911” will continue to crop up in the news. We need true NG911 services, delivered over a real Emergency Services IP network. If we accept anything less, we’re shortchanging ourselves and the public of a life-saving technology that’s available, but not deployed.

 

Fletch_Sig

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

Hear No 911, Speak No 911, See No 911

AN AUDIO VERSION OF THIS BLOG IS HERE ON SOUNDCLOUD

Clearly the digits 911 are a brand that is recognized worldwide. For anyone living in the United States, we are taught at a very early age that these numbers can, and will, provide you with assistance in a dire emergency.

They are so ingrained in our culture, that for many, the very first instinct is to dial 911. With the massive explosion of subscribers of cellular devices exceeding 100% in the US, most calls today originate from these devices; this also holds true for calls to emergency services. This leads to a recipe for disaster, as the present day 911 network has unfortunately stagnated in its evolution of technology, or at least severely lagged behind the common communications modalities that we have become accustomed to, and use on a daily basis.

When cellular phones first came on the market, they were typically installed in vehicles and not portable in nature. At best, your “bag phone” that could be carried with you, but impossible to fit in a pocket. While your location was still an issue with 911 calls from these devices, most calls to 911 were related to motorists reporting incidents on highways. Based on this statistical reality, it was common to route cellular 911 calls to the state Highway Patrol where they could be triaged and re-routed accordingly. The state of California was no different, and at first, all cellular 911 calls were directed to the California Highway Patrol (CHP) station close to the caller.

With cellular phones starting to become portable, easily slipping into pockets, their use is no longer limited to motorists in vehicles, everyone carries them. Therefore, routing cellular 911 calls to CHP may create a problem where there is a high residential population, as residents who need the Sheriff’s Department, will now first reach CHP. While CHP gathers the information about the caller, and determines the agency that needs to handle the situation, precious minutes are lost. To combat this situation in El Dorado County California, the Sheriff’s Department  TwitterLogo@ElDoradoSheriff is recommending that residents avoid calling 911 on cell phones, and instead call 530-626-4911, a number that goes straight to the 911 call center.

Has 911 location discovery from cell phones finally reached a point where it is now so epidemic that we have actually instructed citizens “NOT TO DIAL 911?” Have we really decided to go down this path of potential disaster? I believe this problem can be improved, but unfortunately, it will take a little bit of work from the cellular carriers, and of course work is not free, and carriers rarely do anything that costs them money without attaching an invoice to it.

Let’s look how basic “Phase 1” cellular call routing works. Each cellular tower has three antenna faces servicing 120° of the compass, creating three sectors as shown below. Plotting the coverage area of each sector on a map will yield a rough estimate of the appropriate community covered by this sector.

CellMap

Each community will have a designated 911 center assigned to receive emergency calls. Any calls received from that cellular sector are routed to this designated 911 center, based on the location of the caller and the antennae face they hit. While admittedly this is not 100% accurate, and areas of overlap can and will still exist, the idea is to groom the routing so that the majority of 911 calls for that particular area are routed correctly the first time, minimizing any calls from being misrouted but easily transferred if needed.

Unfortunately, this is more work for the wireless carriers. Not only do they have to make the changes, they have to research the data to determine what the changes should be. And all of that as a cost associated with it. It is also possible that another “sleeping giant” could be awakened by this exercise. A few years ago it was suggested by a company that was tracking and matching cellular 911 data and call dispositions, that many of the cellular tower listings in the database, were actually incorrect, as seen by many calls being rerouted after being answered.

While admittedly, nothing can be perfect 100% of the time, as a public safety industry, we must strive for excellence in everything that we do. Lives are on the line, and even the slightest misinterpretation can lead to tragic results that cannot be undone.

At the Federal Communications Commission headquarters this past Friday, Chairman Tom Wheeler himself stated, “we’re just not cutting it as a nation”, referring to the technology we have deployed in our emergency services network, and our overall transition into next generation 911 services. While the reason for protecting our critical infrastructure surrounding emergency calls is clear and evident, we cannot bury our heads in the ground, and ignore commercial best practices that have been established over the years as our nation’s banking and financial institutions, as well as global retailers, have built large-scale resilient and secure networks, that it expanded our modern economy.

If we’re going to move public safety into the next paradigm of technological existence, we need to take a good long look in the mirror and leave our Hear No Evil, Speak No Evil, See No Evil attitudes at the door. Our safety and well-being globally is in the hands of a small group of dedicated, well-trained, and passionate emergency call takers. Let’s do our part, and give them the tools that they need to do their jobs to the best of their ability.

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

 

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

 

The BEST thing I stole this Christmas

While I take great pride in writing my own blog posts, I do read quite a bit, and I often run across great content that I am inclined to share a little further than the ‘SHARE’ button. When I see those certain nuggets, I invite them to reiterate their thoughts on my little island in the vast interwebs and share them with my, dare I say, friends. With that, I give you the BEST thing I STOLE this Christmas, and that is the RAVE Mobile Safety Top 5 List of Public Safety Events for 2015.

Originally published on Rave Mobile Safety’s Blog Site

2015-16-300x143

It’s that time of year when we look back at the past year and forward to the next. To understand where we are going, it’s helpful to look at the road we’ve already traveled. In that spirit, here is a look back at the Top 5 Trends that had the biggest impact on Emergency communications in 2015.

Costly Failures

9-1-1 needs to work. This message was heard loud and clear by service providers when earlier this year, the FCC doled out fines totaling more than $20 million to Verizon Communications Inc., CenturyLink Inc. and Intrado Inc.. No technology is perfect, and occasionally issues happen, but the FCC’s aggressive response clearly showed that our public safety communication infrastructure needs not only redundancy at all steps but rigorous process and timely notification and visibility into corrective actions. As the industry moves to enhance networks, software and processes we can’t lose site of the difference between the cost of a consumer application not working and a public safety service not working. If an app “locks up”, a data connection drops, or a 10-digit call fails, we simply try again. We don’t really know or care why it didn’t work. It is simply a minor annoyance. It’s more than a minor annoyance when lives are at stake. 9-1-1 is different. It needs to work and we need to continue the process of continual improvement to build resiliency into the entire emergency call handling chain.  It’s why we tell people to call 9-1-1 and not some other number.

Kari’s Law

While the tragic death of Kari Hunt Dunn was in 2013, 2015 was the year her impact on public safety was most felt. Starting with legislation in Suffolk County, Long Island, it spurred changes in the existing Illinois law, and new legislation in Maryland, Pennsylvania, and Texas where it came to the attention of Congressman Louie Gohmert who filed a Bill in the U.S. House of Representatives that would expand on the Texas law requiring direct dialing of 9-1-1 and on-site notification for multi-line telephone systems.  The tireless work of the Hunt family and supporters like FCC Commissioner Pai and Avaya Public Safety Architect Mark Fletcher, ENP resulted in rapid action across the country. While the changes to the MLTS configurations are clearly needed, this event makes my Top 5 list because of the example set in turning a tragic event into trend to solve a “hidden” issue, resulting in untold lives saved in the future.

Location, Location, Location

I grew up with a mom who sold real estate. I can’t even count the number of times I’ve heard about how it is all about location. Well, that is true in 9-1-1 as well, and 2015 was the year the FCC took aggressive action to improve both visibility into the location information being provided to PSAPs as well as the quality of that data (especially indoors). In February 2015, The FCC issued enhanced locations standards. Following on the indoor location roadmap endorsed by NENA, APCO, and the 4 leading wireless carriers in late 2014, the rules drive improved location accuracy for indoor callers over the next 7 years. The carriers, the CTIA and ATIS took quick action in developing standards and moving aggressively towards improving location. While meeting the standards will take a mix of different technologies, an RFP has already been issued for the NEAD (National Emergency Address Database) which will provide location information on WiFi access points – a key part of the indoor location mix. While those of us in public safety always want things to move faster, the reality is that a national roll-out, of a public safety grade solution, done correctly, on the timeline required is an aggressive undertaking and I applaud the FCC for creating consensus and driving the process. Within a short time frame, we will begin to see vast improvements in indoor location accuracy delivered by the carriers to PSAPs.

FirstNet Drives Public Safety Investment

In December 2015, FirstNet’s board approved the Request for Proposal (RFP) to deploy the nationwide public safety broadband network (NPSBN) and directed management to take all necessary actions to release the RFP in early January. While this is clearly a huge step towards a first responder network, the work towards defining the NPSBN and the level of momentum sustained by FirstNet is why this made my list for 2015. A by-product of this effort is an increased level of interest and investment in public safety by both the venture capital community and established companies that have traditionally been active in tangential markets (e.g. federal, defense, health care). The level of innovation and resources brought by these companies can only serve to help improve the options we have available to us in providing better service and response to citizens.

Technology Adoption Marches On… and Into Public Safety

According to the CTIA, more than 47 percent of American homes use only cellphones, and 71 percent of people in their late 20s live in households with only cellphone. According to a 2015 Pew Research Center Study, “nearly three-quarters of teens have or have access to a smartphone and 30% have a basic phone, while just 12% of teens 13 to 17 say they have no cell phone of any type”. To improve service and offload the rapidly growing network traffic, the carriers have begun enabling WiFi calling on mobile devices (see this blog post for our WiFi calling to 9-1-1 testing results and implications). Well known to any parent, Pew also reports that Facebook remains the most used social media site among American teens ages 13 to 17 with 71% of all teens using the site, even as half of teens use Instagram and four-in-ten use Snapchat. So what does this mean for PSAPs?

Already nearly 10% of the country gets additional data on calls from Smart911, regions are rapidly rolling out NG9-1-1 to facilitate new call types, and despite the worries of many about getting swamped with text messages, texting-to-911 is becoming common place across PSAPs. Social media is also creeping its way into public safety with an increasing number of fusion centers and crime centers actively monitoring social media. As communication trends evolve, so too will our emergency communications capabilities.

 

CLOSING FROM FLETCH:

Thanks so much to the folks at RAVE. A very innovative company with an eye on the future providing support and fresh new ideas to PSAPs across the country as we all strive to push forward to the Next Generation of 9-1-1 services becomes a reality.

Follow me on Twitter @Fletch911

Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he provides the strategic roadmap and direction of Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, and is an active participant in EENA where he provides insight to State and Federal legislators globally driving forward best practices in both innovation and compliance.

The New Eyes and Ears of Public Safety  

Press PLAY to listen to the Podcast on SoundCloud

Calling for help or assistance in an emergency is one of the core capabilities in almost any communications platform. When a good day turns into a bad day, information about the emergency is critical. But that is not what it has always been about. When the first 911 network was implemented in Haleyville Alabama in 1968, the primary purpose was ease of access. Up until then, local seven digit numbers were used in each municipality to reach police, fire and ambulance services. Not only did you need to know where you were, you needed to know the local telephone number of the agency you needed.

Initially, 911 systems only routed callers to local police agencies, eliminating the need to know and dial specific local access numbers. Caller ID had not yet been introduced, therefore  Public safety agencies still needed to ascertain the location of the incident, as well as the nature of the call. In the mid-80s caller ID services, among others, were introduced into the new digital central offices being deployed. This information provided public safety agencies with their first taste of “data” being delivered with emergency calls. A short time later, that caller ID information known as ANI (Automatic Number Identification) was used to retrieve billing address information, which then provided public safety with a dispatch-able address.

While public safety technology decided to pick this point and form a beachhead, the digital age and technological evolution continued to move forward driven by the emergence of the “technology bubble”. Computers became a part of our everyday life, and the Internet provided Global connectivity and interaction at levels never thought possible. Technology allowed communications to become ingrained in the social fabric of our lives, expanding audio and voice into email and instant messages, and ultimately video communications as broadband networks and handheld devices capable of delivering Omni channel experiences became ubiquitous.

Once citizens began using  these new multimodal forms of communications in their day-to-day lives, commercial businesses realized the value of reaching those customers through similar channels, and commercial social media became a powerful marketing channel. Obviously, with this new form of communications available to reach the masses, public safety began to jump on the bandwagon, albeit quite slowly at first. Because public safety had put a stake in the ground so early in the evolution of the technology, they found themselves locked into legacy environments all designed prior to the emergence of common best practices that are in place today. Because of this, the emergence of newer technologies has been difficult, as seen by the slow adoption of text to 911 services, which is deployed in less than 10% of the 6800 or so 911 centers that exist in the US today. In fact, although a very small number, there are still some 911 centers that do not receive location information, or Enhanced 911 service.

PSAP-T911-111015

While we talk about improving 911 solutions for specific commercial environments like Kari’s Law requiring direct access to 911 in hotels, and the iLoc8 utility providing cellular device location accuracy and multimedia, these concepts are valid at a much higher level. Direct access to emergency services is important in any environment, including schools, businesses, or any other facility where the public may use the telephone device to summon emergency services. It is also our corporate responsibility, something that Avaya takes great pride in, to educate not only our younger generation, but government regulators that define legislation and requirements surrounding access to public safety communications. Knowledge is power, and education raises awareness. Just 681 days after Kari Hunt was murdered at a hotel in Marshall Texas, another stabbing took place. But this time, when 911 was dialed, the call went through and help arrived in time to save their life.

Public safety communications don’t have to be complex. Public safety solutions don’t have to be expensive, in the enterprise, or in 911 centers. Public safety solutions need to be resilient, reliable, and redundant. They need to take advantage of the way we communicate today, and utilize the technologies that are commonplace. We have moved to a mobile environment of connected broadband devices, and just like the massive commercial customer contact centers that we build around the world, public safety needs to embrace the same technologies for life safety solutions, and stop wasting money on prolonging legacy architectures that are inefficient, and a drain on the industry.

In the past three decades we have moved from an environment where fax machines barely existed, to where full multimedia broadband devices can fit in our pocket. Shouldn’t we be able to move public safety in to this same environment within the next decade?

Follow me on Twitter @Fletch911

Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he provides the strategic roadmap and direction of Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, where he provides insight to State and Federal legislators globally driving forward both innovation and compliance.

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